The future of commerce is conversational.
WHAT YOU SHOULD KNOW
Messaging has evolved from simple, expressive conversations to business focused use cases with Asian social platforms leading the way. Gen Z are buying and selling through images, unlocking new ways for apps to monetize as users seek a single, convenient, personalized message thread.
GEN Z BUY FROM GEN Z
As mobile natives, Gen Z are twice as likely as millennials to shop on mobile and are accustomed to purchasing entertainment and products with the touch of a screen. Rather than look to second-party platforms like eBay they’ve created their own more acute peer-to-peer shopping experiences through social apps - like Wavey Garms on Facebook or Instagram boutique Bloom Designer Finds.
AI IS EVERYBODY’S PERSONAL SHOPPER
American apps have copied shopping features from Asia messaging apps to seamlessly integrate commerce into conversations like with Snapcash peer-to-peer payments. Facebook’s M, a mix of Ai and real humans, is set to become your personal shopper in chatbot form suggesting products based on your queries and learning over time to give more intelligent, human suggestions. The future mobile retail experience will happen without leaving the conversation thread.
DON’T CHAT CUSTOMER'S, MESSAGE THEM
Communication lives in messaging platforms and savvy brands are moving away from web-based chat pop-ups to talk to customers on their own turf. For consumers this communication is more convenient, quicker and the service more attentive. As brands utilize features to send receipts and shipping information through messaging platforms the future customer service experience will shift to a single, conversation thread.